Habinteg resets focus with a customer-driven approach | Latest news

Habinteg Housing Association is working with employee engagement and customer satisfaction experts MGI Learning (MGI) to embed a more customer-centric focus.

MGI has a founding principle that: “Everything you think, feel, say and do is either a service or a disservice to yourself and everyone around you”.

The embedding of this new approach will support the housing association’s new four-year strategy, Towards 2026 , with the aim of improving customer service and increasing customer satisfaction.

All 103 Habinteg employees, from the CEO to Neighbourhood Co-ordinators, have had in-depth training on MGI’s Mindset, Language & Actions Toolkit, which is proven to equip people with the skills to deliver customer service excellence and to communicate effectively.

Working closely with MGI Learning, Habinteg has rolled out a customer-focused programme called the Habinteg Way, which places customers at the heart of everything they do.

Jonathan Seller, Head of HR at Habinteg, said: “The training and resources give us a shared vision for excellence by equipping us with the best skills and tools to nurture a customer-centric culture, and increase tenants’ satisfaction with our service. 

“Our aim is to strive for quality in customer service, externally and internally, to ensure that customers and staff across the business, are happy to be Habinteg tenants and employees.”

Dave Higgins, Customer Director at MGI Learning, said: “The Habinteg team are now living the Habinteg Way in every interaction with customer and colleagues, be that face-to-face or in writing, and are on an ongoing learning journey to deepen their understanding and use of the tools to ensure they become second nature.”